Zales — Local services in Lone Tree

Disappointed in their new management. New manager was a hard "no" from the very initial question about honoring our ring warranty of rhodium plating. She suggested twice I must have bought my ring in the early 2000s and their software wouldn't have my information...I said NO twice "We purchased them in 2014". Then, she went to the computer to prove me wrong, but successfully brought up our account to which she said "Oh I see you purchased this in 2014". She still would not honor the warranty because "previous management gave you incorrect information". I even went out to my car to get the warranty paperwork and showed her. Then, she said she would honor 1/3 of the warranty and only cover the ring purchased at Zales, even tho Zales soldered the three rings together. In her explanation, she said "sorry, you soldered the rings together, so I can't honor the warranty." I corrected her and said "No, Zales soldered them together." Then, she asked me the cost of the other two rings...to which I answered "I don't know. They are wedding rings and I didn't buy them for myself, but you can see on your paperwork where Zales appraised them." It was pretty clear she wanted to say "no" for the sake of saying "no". I wouldn't bother with this store and it is a shame that the new manager sees the bottom line more important than customer service....with retail stores closing down at an alarming rate, its disappointing to witness the reason...

We have bought 5 rings from this location in the past. Unfortunately, the staff has changed and customer service is now very disappointing. I recommend taking your business to another location. I called in because the latest ring we had bought was missing a stone and we had just moved to a location without a Zales store nearby. Thomas told me I had to go to a Zales store and there was no other options. He was short/rude, showed no empathy, and I had to ask him several times to even pull up my account because I also wanted him to check the timeframe of my diamond bond. I asked to speak with a manager, whom he said he spoke with and she said there was nothing I could do. I asked that he have her call me back. When Mandy, the manager, called me back, I was very polite, explained my situation and that I had no Zales near me and asked if there were any other options. She was not rude, but also showed no concern or proper customer service. She told me I had to go to a Zales store and that was it; she did not call customer service or even attempt to look for another option for me. When I called the larger Zales customer service, they informed me that I could go to the Kay Jewelers near me (Zales is owned by the same people) and Kay could send it in for me. Problem solved with no help from this local store. It's too bad the Park Meadows location has gone...

I would give zero stars if I could. I purchased an engagement ring from Zales and paid in full. After sending it out for a standard resize, I was told the original ring was lost in transit. Instead of resolving the issue properly, Zales gave me a replacement ring that was of noticeably lesser quality—it had visible scratches and did not match the craftsmanship or appearance of the original.

To make matters worse, when I attempted to collect the replacement, I was told I could not receive it unless I signed a confidentiality agreement. They literally would not let me touch the ring in the store unless I signed. At no point in the original purchase process was this condition disclosed. Zales refused to release property I legally owned unless I agreed to stay silent. After months of back and forth over the confidentiality agreement, Zales finally decided to refund me. I was without my engagement ring for three months due to this, which delayed our engagement photos. This was a disheartening experience during what should have been a joyous time.

This is not just bad customer service—it borders on deceptive and unethical business practices.

Buyers beware: Zales mishandled my purchase, lost the original ring, and tried to pressure me into silence. Think twice before spending...